Customer Service Team Lead Japanese

Position: Customer Service Team Lead

Location: Kuala Lumpur

Language: Japanese (Able to speak read and write) JLPT N1/N2

Working hours: Business hours, 5 days working 2 days rotational off

"Candidate Needs to relocate Malaysia"

Role Overview:

The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability. A strong technical background in Windows system administration and related areas is preferred to effectively manage technical support operations.

Key Responsibilities:

• Supervise a group of call center associates, monitoring work and attendance according to organizational policy and legal requirements.
• Effectively coach direct reports on performance regularly to ensure performance metrics are met at a minimum weekly.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination if necessary.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls when necessary.
• Conduct team meetings for relevant information dissemination and open forums for input; schedule and organize team activities.
• Stay current on internal work processes, policies, and procedures; attend required manager development training.

Qualifications:

• Minimum 1+ years relevant experience in Team lead.
• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated with skills to develop and coach team members to achieve performance expectations.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multitasking, prioritization, and meeting timelines on deliverables.
• Willingness to work a flexible schedule.